Global enterprises are increasingly leveraging conversational platforms to build applications that can be deployed across web, mobile, social and IVR interfaces to enhance the user experience, automate tasks and process information. These solutions are fueling a new wave of innovation with their ability to chat through text, or even talk using voice, with applications, services, and brands.
By 2021, Gartner estimates that 15% of all customer service interactions will be completely handled by AI, an increase of 400% from 2018.
Gartner, in its report (Market Guide for Conversational Platforms), explains how conversational chatbot platforms offer tools and frameworks for developers to build conversational user interfaces, chatbots and virtual assistants for a variety of use cases. Such platforms combine natural language processing, speech recognition, and dialog technologies, with a middleware that provides for analytics, maintenance, and operation of chatbots/assistants, as well as the orchestration of multiple chatbots.
The conversational chatbots built can be deployed at any customer touchpoints; native mobile app, website or FB messenger handle.
What are Conversational Chatbots?
Conversational Chatbot for business has emerged as the smartest way for businesses to engage with their customers. Conversational chatbots work as personal assistants for the customers, providing them with relevant information based on their profile and purchase history.
Benefits of Using Conversational Platforms:
Enable businesses to be cost-effective
Offers a user-friendly customer experience
Support the customers with their queries and route them towards a live agent depending on the behavior and emotions of the customer
That’s why conversational platforms are becoming crucial differentiators: they help businesses to be available 24*7 across different messaging platforms.
Conversational platforms are getting smarter with the time and businesses should consider implementing them to improve their customer experiences.
About the Market Guide
Gartner Market Guide for Conversational Platforms (ID: G00354892), Magnus Revang, Van L. Baker, Brian Manusama, Anthony Mull; 20 June 2018.
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Claribot is an answer-database enabled chatbot that helps in resolving customer-queries in a conversational fashion, incorporating keyword-based and semantic search. We are specializes in AI-rich conversational solutions designed to bring faster, actionable, more human-like communication back into the daily interactions enterprises have with their customers, workforce, systems, and things. Claritaz helps companies meet their business objectives and digital transformation needs leveraging the power of enterprise chatbots.
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